The player from Germany faced issues with KYC verification after winning, as his documents were rejected due to being allegedly uploaded elsewhere. He had not received a response from the KYC department after inquiring about the situation and was seeking assistance. The Complaints Team facilitated communication regarding the player's submitted documents and confirmed that he had only one account. Ultimately, the payout issue was resolved, and the player confirmed that the payout was successful, allowing the case to be marked as resolved.
iWild Casino DE - Player’s KYC verification is delayed.
Resolved
Our verdict
Case closed
Amount: €250
iWild Casino DE
Safety Index:HighCase summary
Discussion
Public
Public
8 months ago
Translation
Hello,
I wanted to complete KYC after winning, but unfortunately it was rejected because the documents had supposedly already been uploaded elsewhere. But I don't have another account.
I had a partner who had an account here and lived with me, but they can't refuse my payout because of that, can they?
Anyway, on Friday I asked what the situation was. So far, I haven't received a response from the KYC department.
I hope you can help me with this.
Thank you.
Best regards
Bozica R***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
8 months ago
Dear Bozica97,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the KYC process and payout issues.
To better understand the situation and assist you effectively, could you please provide us with the following details:
- What specific documents did you submit for the KYC verification?
- When exactly did you submit these documents?
- Could you confirm you only created one account at this casino?
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
8 months ago
Translation
I received documents such as a driver's license, a selfie with the driver's license, and proof of address. Then I received this message (see attached image). 
I had an account there years ago, but it was closed. At the time I was playing, no other account of mine existed.
Automatic translation:
Sensitive attachment
Sensitive attachment
8 months ago
Translation
So I just received this email.
Let’s wait and see if the payout goes through in the next few days.
I will notify you in any case.
Thank you in advance for your support.
Edited
Automatic translation:
Public
Public
8 months ago
Thank you for your reply, Bozica97. I am happy to hear that there has been some progress. Please keep me informed about any further developments.
Public
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7 months ago
Translation
Hello,
I wanted to let you know that the payout finally worked.
So you can close the case.
Automatic translation:
Public
Public
7 months ago
Dear Bozica97,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
